Grievance Redressal Policy
This Grievance Redressal Policy (hereinafter referred to as “Policy”) sets out the mechanism adopted by SutraOS Technologies Private Limited (hereinafter referred to as “Company”) in relation to grievances and complaints arising from the use of the SutraFin platform (hereinafter referred to as “Platform”). The Policy is intended to provide retailers, Distributors and other authorised Platform participants with a transparent and structured process for submitting, reviewing and resolving grievances in a fair and timely manner.
1. Scope of Grievances
a.A grievance may relate to any issue arising in connection with the Platform, including:
- registration, account access or account-related matters;
- product listings, orders, invoices or delivery-related matters;
- payments, cancellations, returns, refunds or credit notes;
- conduct of a Distributor or issues relating to Goods supplied through the Platform;
- technical issues affecting the use of the Platform; and
- privacy, data protection or information security concerns.
b.Where a grievance concerns a transaction or service provided by a Distributor or any other third party, the Company may facilitate communication between the concerned parties through the Platform, to the extent applicable to the Company’s role as a technology platform and facilitator. The Company shall not be responsible for matters arising from the acts or omissions of such Distributor or third party that are outside the Company’s control or responsibility.
2. Submission of Grievance
a.A grievance may be submitted through the following channels:
Email: support@sutraos.in
b.Where technically feasible, the Company shall assign a unique ticket or reference number to a grievance for tracking and further communication.
3. Information Required
a.To facilitate the timely investigation and resolution of a grievance, the complainant should provide, to the extent applicable:
- registered business name and contact details;
- order, invoice or transaction reference number;
- details of the relevant Seller/Distributor;
- a clear description of the grievance;
- relevant dates and other particulars; and
- supporting documents, screenshots or other evidence.
b.The Company may request additional information or documents where reasonably necessary to investigate or resolve the grievance. Failure to provide information reasonably required for such purpose may result in a delay in processing or resolution of the grievance.
4. Acknowledgement
The Company will acknowledge receipt of a grievance within 7 days from the time of submission. Where a reference number is generated, such reference number may be communicated to the complainant along with the acknowledgement.
5. Review and Investigation
a.The Company may review information and records available on the Platform and may, where reasonably necessary, seek further information from the complainant, Distributor, logistics provider, payment service provider or any other relevant person.
b.Such review may include examination of Platform records, order and transaction details, payment status, delivery records, communications, system logs and other relevant information, subject to applicable law and the Company’s Privacy Policy.
c.Where a grievance concerns the acts or omissions of a Distributor or any other third party, the Company may communicate the grievance to the relevant party and facilitate communication between the concerned parties, to the extent reasonably possible and applicable to the Company’s role as a technology platform and facilitator.
6. Resolution
a.The Company will seek to resolve a grievance within 7 days from the date on which all information reasonably required for resolution of the grievance has been received.
b.The timeline for resolution may vary depending on the nature and complexity of the grievance, the involvement of a Distributor or any other third party, the need for additional information, or any dependency on an external authority or service provider.
c.Where resolution is likely to be materially delayed, the Company may communicate the status of the grievance and, where appropriate, an indicative timeline for further response or resolution.
7. Escalation and Grievance Officer
a.Where a grievance remains unresolved or requires escalation, the complainant may contact the designated Grievance Officer at the details set out below:
Email: support@sutrafin.com
Postal Address: 5th Floor, Watermark, Technopark, Kondapur, Madhapur, Hyderabad, Shaikpet, Telangana, India, 500081
b.The Grievance Officer shall review escalated grievances and coordinate with the relevant internal team or Platform participant, as may be appropriate.
8. Privacy and Data Protection Grievances
a.Grievances relating specifically to the collection, use, storage, disclosure or processing of personal data may be submitted to the Company at:
Privacy Email: support@sutraos.in
b.Privacy and data protection grievances shall be addressed in accordance with the Company’s Privacy Policy and applicable data protection and privacy laws.
9. Record Keeping and Misuse of the Grievance Mechanism
a.The Company may maintain records of grievances, communications and resolutions for purposes including complaint management, audit, fraud prevention, security, compliance and enforcement of legal or contractual rights, subject to applicable law.
b.The Company may restrict or decline to process grievances that are manifestly fraudulent, abusive, malicious, frivolous or repetitive in nature, subject to applicable law.
10. No Waiver of Legal or Contractual Rights
a.Nothing contained in this Policy shall restrict, limit or waive any contractual, statutory or other legal rights or remedies available to the Company, a Distributor or any other person under applicable law.
b.This Policy establishes an internal grievance redressal mechanism and shall not be construed as conferring any rights or imposing any obligations beyond those arising under applicable law or the applicable contractual terms governing the use of the Platform.